Remote DoD Knowledge Management & Process Improvement

ShadowObjects, LLC; Washington (District of Columbia); Remote; USD 95,000 - 140,000; Full time

Job summary

ShadowObjects LLC is seeking an Enterprise Knowledge Management & Process Improvement Specialist to support the Department of the Navy. You will convert support issues into reusable knowledge, standardize processes, and develop training content across multiple procurement platforms such as ePS, AMS, Navy ERP, PIEE, SAM.gov, and NECO.

The role interfaces with Tier 2 leadership, SMEs, analysts, and end users to reduce recurring demand, improve service quality, and drive measurable improvements

Qualifications

• Bachelor’s degree in business, management, information systems, instructional design, organizational development, knowledge management, communications, or related discipline.
• Minimum 5 years of relevant experience in knowledge management, process improvement, or similar field.
• Ability to translate complex processes or technical information into clear guidance.
• Experience creating knowledge articles, SOPs, job aids, process documentation, or training materials.
• Experience documenting and analyzing end-to-end business processes.
• Ability to document workflows across multiple systems and organizations.
• Excellent writing and interpersonal skills.

Responsibilities

• Develop and maintain the enterprise Tier 2 knowledge base.
• Convert resolved Tier 2 cases into knowledge articles, FAQs, and job aids.
• Develop knowledge addressing cross-system processes across eBusiness platforms.
• Establish standards for knowledge articles including ownership and version control.
• Identify recurring issues and drive improvements through knowledge & training.
• Map end-to-end procurement processes and reduce handoffs and data breaks.
• Create SOPs and standard operating procedures for Tier 2 service delivery.
• Support training based on actual support demand and issues.
• Coordinate with system owners for changes to enterprise guidance.
• Measure usage and effectiveness of knowledge assets.

Skills

Strong writing & editing

Translating complex processes

Knowledge management

Process improvement

Education

Bachelor’s degree in business/info systems/related discipline

Tools

ePS

AMS

Navy ERP

PIEE

SAM.gov

NECO

ServiceNow

Power Automate/Power Apps

Job description

ShadowObjects LLC is seeking an Enterprise Knowledge Management & Process Improvement Specialist to support the Department of the Navy. You will convert support issues into reusable knowledge, standardize processes, and develop training content across multiple procurement platforms such as ePS, AMS, Navy ERP, PIEE, SAM.gov, and NECO.

The role interfaces with Tier 2 leadership, SMEs, analysts, and end users to reduce recurring demand, improve service quality, and drive measurable improvements